Missed PayPal Claim – wasn’t offered opportunity to dispute

Description

Hi PayPal community, I’m wondering if you can help. In November, a buyer opened a dispute for an item she purchased in June. It was a designer handbag and she claimed the bag wasn’t real. I missed the emails telling me about the case and as a result PayPal automatically filed in the buyer’s favour. The bag is real (and we have now proved this) and I was gutted to learn that the buyer was able to open up the dispute claiming fake goods without providing any evidence whatsoever. That aside, I contacted PayPal several times to ask if I could dispute the case but they said I’m not allowed. They said this was because I didn’t respond but I’ve found information online saying that anyone can dispute a case within 10 days of being closed if new information is presented. They said I’m not able to do this because I missed the original opportunity to respond. The buyer sent the bag back, heavily damaged, and as a result I’m now £420 down. Really, really disappointed with the service I received from PayPal. I appreciate I was given 10 days to respond (missed the emails due to having an old email on the account – stupid, I know) but as a customer for 10 years I’m wondering if there’s anything else I can do here to get my money back? Or even the additional fees? (PayPal took £420 off me I think I originally received only £400!) Any help / legal advice appreciated. Solved! Go to Solution.